Lead Digital CS & Scaled Customer Success (Remote)

Doist

San Francisco (CA)

Hybrid

USD 223,200 - 262,400

Full time

14 days+

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Benefits offered by this job

Mental health & wellness benefits

Career coaching & support

Inclusive family building benefits

Long-term savings/retirement plans

In-office culinary options

Job summary

Asana is seeking a senior leader for Head of Digital & Scaled Customer Success to define and own the digital CS strategy, journey, and engagement motions. You will design self-serve onboarding, lifecycle communications, and AI-driven engagement plays that drive activation with minimal human coverage, while partnering with Product to clarify capabilities and automation.

You will lead a high-impact team, establish metrics, run rigorous data-driven experiments, and align across Product, Marketing,

Qualifications

7-10+ years in Customer Success or client-facing leadership roles within SaaS
Proven track record of managing large-scale regional organizations
Experience building and scaling digital/programmatic customer success strategies
Experience establishing metrics frameworks and leading data-driven experiments
Strong cross-functional partnering with Product, Marketing, and Operations

Responsibilities

Define and own scale & digital CS strategy and journeys
Design digital success programs with self-serve onboarding and lifecycle communications
Build AI-powered engagement plays in collaboration with Product
Accelerate time-to-value with strategic customer plays and escalation support
Establish metrics frameworks and instrumentation to measure program success
Lead cross-functional vision and align stakeholders on the digital CS operating model